Instant messaging in Heritage Process Portal: Frequently asked questions

Answers to a set of frequently asked questions on the instant messaging service.

Why does the Chat option on the Experts tab not work for me?

If you and the expert that you want to work with are both online but nothing happens when you click the Chat option, perform the following actions to check that your environment is set up correctly.

Check your browser settings. Ensure that you have not blocked pop-up windows.
Depending on which browser you use, perform one of the following actions.
- If you are using Internet Explorer, reload the page if you are prompted to do so when you start your chat session to accept the certificate for Sametime® Connect.
- If you are using a browser other than Internet Explorer, point your browser to the following URL, and accept the certificate for Sametime Connect.
```
https://sthost:secureport/stwebclient/popup.jsp
```
  Where:
  sthost
  
  The name of your Sametime Connect server.
  
  secureport
  
  The port for the Sametime Connect server.
- If you are using Heritage Process Portal on a mobile device, such as an Apple iPad, you might have issues with receiving chat messages. If your Heritage Process Portal environment has Sametime Connect enabled, although you can start a chat session on your mobile device, other users might not be able to start chat sessions with you. Switch from the Sametime Connect tab to another tab, and then back again, and the missed message is displayed.
If you still experience problems starting a chat session, contact your system administrator.